Shouldice Hospital Analysis
How does Shouldice offer a superior value proposition relative to its customers, remain successful, and balance low cost with high quality?
Data Summary
Benefits purchased by the consumer:
Shouldice Value Proposition
• Early ambulation following surgery o Use of local anesthetic o Nature of procedure
• Design of facility o 130 acres o 17,000 square feet o 89 beds
• Dr. Casim Degani, internationally recognized authority
• Specialized procedure
• Patients administered anesthetic in operating room
• Upon completion of operation: patients are fully aware of what is going on
• Counseling activities
• Atmosphere
• Experienced staff
Shouldice way compared to other hospitals
• Recovery o Practically cut in half
• Atmosphere o Carpeted floors o No Bed Pans
• Lower Costs
• Administration of the anesthetic
• Being aware of what is going on after surgery
Target Group of Customers: Commonalities
• Only external abdominal hernias
• Recurring hernias repaired elsewhere
• Roommates have similar jobs, backgrounds, or interests
Service Delivery: Production Process
• Thoughtfulness
• Service Blueprint attached
Five Dimensions of Service Quality
• Reliability o Schedule o Pricing o Delivery o Problem resolution
• Responsiveness o Accessibility o Willingness to listen o Immediate attention
• Assurance o Trust & Confidence o Experience o Skill o Reputation
• Empathy o Specialization o Like family o Specialized attention
• Tangibles o Brochure o Atmosphere
Employment at Shouldice: Compared to Other Hospitals
• Nurses o Ratio 1:15 o Other Hospital 1:4 o Counseling Activities occupy a good portion of their time o Waiting list for employment
• Doctors o “Watch kids grow up” o On call o 15% higher income o few elect to leave
• Administration & Staff o Non union o Low turnover o No Fire Policy o Cross Train
Growth Alternatives
• Saturday surgeries
• Expand # of beds
• Toronto expansion
• United States
Data Summary
Benefits purchased by the consumer:
Shouldice Value Proposition
• Early ambulation following surgery o Use of local anesthetic o Nature of procedure
• Design of facility o 130 acres o 17,000 square feet o 89 beds
• Dr. Casim Degani, internationally recognized authority
• Specialized procedure
• Patients administered anesthetic in operating room
• Upon completion of operation: patients are fully aware of what is going on
• Counseling activities
• Atmosphere
• Experienced staff
Shouldice way compared to other hospitals
• Recovery o Practically cut in half
• Atmosphere o Carpeted floors o No Bed Pans
• Lower Costs
• Administration of the anesthetic
• Being aware of what is going on after surgery
Target Group of Customers: Commonalities
• Only external abdominal hernias
• Recurring hernias repaired elsewhere
• Roommates have similar jobs, backgrounds, or interests
Service Delivery: Production Process
• Thoughtfulness
• Service Blueprint attached
Five Dimensions of Service Quality
• Reliability o Schedule o Pricing o Delivery o Problem resolution
• Responsiveness o Accessibility o Willingness to listen o Immediate attention
• Assurance o Trust & Confidence o Experience o Skill o Reputation
• Empathy o Specialization o Like family o Specialized attention
• Tangibles o Brochure o Atmosphere
Employment at Shouldice: Compared to Other Hospitals
• Nurses o Ratio 1:15 o Other Hospital 1:4 o Counseling Activities occupy a good portion of their time o Waiting list for employment
• Doctors o “Watch kids grow up” o On call o 15% higher income o few elect to leave
• Administration & Staff o Non union o Low turnover o No Fire Policy o Cross Train
Growth Alternatives
• Saturday surgeries
• Expand # of beds
• Toronto expansion
• United States